TIPS & RESOURCES

Here are 3 ways business owners are improving customer service and increasing revenue in 2023.

Consumer Complaints Are On The Rise. Here’s Your Action Plan To Improve Customer Service.

Consumer problems are on the rise, according to a recent report in the Wall Street Journal. Out of 1,000 consumers surveyed, 74% reported experiencing an issue with a product or service. This is an increase from 66% of consumers who experienced issues in 2020.¹ What’s worse, reports should that more consumers are turning to online harassment and threats as forms of retaliation for poor customer service. Fortunately, entrepreneurs can reduce negative customer interactions and minimize the chances of a digital attack with adjustments to their business plan.

3 ways to improve customer experience – and how a call answering service helps

Here are three ways to improve customer service in your company and increase revenue.

Reduce the time your callers wait on hold

Waiting on hold has been a top complaint of consumers since the introduction of the telephone. Nobody likes to wait and most business owners can’t afford to keep potential customers waiting. The longer your customers stay on hold, the more likely they are to switch to a competitor or report a negative experience.

Make answering calls and consumer requests a top priority in your business to prevent complaints. Consider hiring additional employees, reducing workloads on existing staff and outsourcing. Outsourcing call answering services to a company like Nexa can free up internal resources while ensuring calls are answered within three rings.

Hire the right people to help customers, including a call answering service

If you are relying on an AI-powered chat robot to field customer inquiries, you could be missing out on valuable opportunities. Consumers want to feel prioritized and engage in personalized experiences. It can be frustrating as a consumer to be forced to listen to long-winded messages from robots before being connected with a person. In addition, it can be equally frustrating if customers communicate with individuals who do not have the appropriate knowledge, resources or training to assist. You want to be sure that your business is answering calls and solving problems, or at least getting the calls to the right people.

At Nexa Receptionists, we employ virtual receptionists trained in your vertical to book appointments, answer calls and route messages. We follow customized scripts to ensure if our receptionists don’t know the answer, they will route the inquiry to someone who can immediately.

Be transparent with your customer support contact information

Respondents in a recent National Customer Rage Survey reported that a top frustration with customer service includes “being forced to listen to long messages before you’re permitted to speak to a representative” and “figuring out how or where to contact the company.”¹ Be sure that your company has clear contact information for support specialists directly on your website. If there is a problem with your product or service, you want to know about it as soon as possible to prevent future issues. If you cannot hire a 24-hour answering service like Nexa Receptionists to field inquiries via call, text or live chat, prioritize responding to customer messages as soon as possible during business hours.

Partner with Nexa, a leading appointment scheduling service

At Nexa Receptionists, we offer bilingual virtual receptionists to book appointments, answer calls and take messages. We integrate directly into your existing tools to instantly transfer information. Learn more about our call answering service for small business. Call (888) 524-3799 or schedule an appointment online to get set up fast.